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From a technology-oriented to a service-oriented approach to IT management

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5 Author(s)
Keel, A.J. ; IBM Software Division, Tivoli, 3901 S. Miami Blvd, Durham, NC 27703-9135, USA ; Orr, M.A. ; Hernandez, R.R. ; Patrocinio, E.A
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In this paper we focus on information technology service management (ITSM), a new direction for managing information technology (IT) organizations that requires a change from a technology-oriented to a service-oriented approach to IT management. We first examine the main challenges to implementing ITSM, which span four broad areas: process, people, technology, and data. Then we consider two strategies for implementing ITSM: top down and bottom up. Finally, we illustrate how a customer can implement ITSM by describing a simple scenario in which a business implements ITSM by using IBM Service Management solutions and tools and the top-down approach.

Note: The Institute of Electrical and Electronics Engineers, Incorporated is distributing this Article with permission of the International Business Machines Corporation (IBM) who is the exclusive owner. The recipient of this Article may not assign, sublicense, lease, rent or otherwise transfer, reproduce, prepare derivative works, publicly display or perform, or distribute the Article.  

Published in:

IBM Systems Journal  (Volume:46 ,  Issue: 3 )

Date of Publication:

2007

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